The only measures that matter are the ones agreed upon with the customer at project initiation. Here's how to make sure customers realize significant product value with your offering.

2. Cost
Benefit
Analysis
ROI
NPV
Utilization
Product
Adoption
Only measures that matter are
the ones agreed to with the
customer at project initiation

3. CS function utilizes these measures to help
customers achieve value realization
Value
Realization
Successful
Business
Outcomes
CSMs - Not only a customer advocate but a driver
towards realizing & communicating value for the
customer

4. Need to determine
perceived value for the
customer
Ask customer questions
during the onboarding
process
Measure value &
recalibrate on a regular
basis
Constantly communicate
value & benefits
Measure perceived value
when stakeholders
change

5. Value
Definition
Value
Delivery
Value
Realization
Value
Validation
Value defined during the sales
process, with the promised ROI
Value delivered through implementation,
integration, training, help content & support
The customer “AHA” moment
User confirms the value received & vendor
gains approval from the larger organization

6. Time from contract
signing to Go Live
(in weeks or months)
Time to Live
(TTL)
Time from contract
signing to (X)% adoption
(in weeks or months)
Time to Value
(TTV)
SaaS systems need to be inherently plug-and-play,
with minimal time to implement systems
A low TTL & TTV benefit both
customer & SaaS service provider

7. CSMs need:
To proactively create value for the customer
A deeper understanding of customers’ challenges &
set out delivery to meet those challenges
Customer Value Realization is about
Delivering on established
business outcomes
Consistent customer
communication with metrics,
at the right time & through the
right medium